Chapter 6 – Communication

PAST COMMUNICATION QUESTIONS

2019 BARRIER TO EFFECTIVE COMMUNICATION

2019 IMPORTANCE OF EFFECTIVE COMMUNICATION 2016 (ABQ) IMPACT OF NEW TECHNOLOGIES OF BUSINESS COST
1. Language
1. Productivity Increases AND OPPORTUNITIES
2. Listening
2. Better Industrial Relations Costs Opportunities
3. Lack of Trust
3. Encourage Intraperneurship Impact on Finance Impact on Marketing
4. No feedback
4. Team Approach Impact on Production Impact on Sales
5. Wrong method
5. Clear Goals Established Impact on Staff
6. Information overload
6. Greater Trust Impact on Security
7. Timing
7. Better Decision Making

2013 IMPORTANCE OF EFFECTIVE 2013 IMPLICATION WHEN DEVELOPING A WEBSITE

2014 DEVELOPMENT IN ICT BENEFIT A BUSINESS
COMMUNICATION 1. Communication – instant communication
1. E-mail/texting
1. Productivity Increases 2. E-business – customer can buy and sell online
2. Internet
2. Better Industrial Relations 3. Reputation – positive image, increase sale, 24/7
3. Intranet
3. Encourage Intraperneurship 4. Growth in customers – Global advertising
4. EDI
4. Team Approach 5. Staff training
5. Video Conferencing
5. Clear Goals Established 6. Capital investment
6. Robotics
6. Greater Trust
7. CAD/CAM
7. Better Decision Making

2012 DISTINGUISH BETWEEN THE DUTIES OF A 2012 FACTORS A BUSINESS NEEDS TO

2011 DISTINGUISH BETWEEN DIFFERENT MEETING AND THE
CHAIRPERSONA ND SECETARY CONSIDER WHEN COMMUNICATING WITH
BENEFITS OF MEETINGS
Chairperson Secretary VARIOUS STAKEHOLDERS
Types of meetings Benefits
Opens Meeting (Quorum) Sends of notice and agenda 1. Appropriate language/ Clarity
AGM Clarity
Minutes read and adopted Arranges Venue 2. Confidentiality
EGM Rapport (Departments)
Follow agenda informs of correspondents 3. Cost
Board Speed
Guide discussion Take minutes and write them 4. Urgency
Ad hoc Feedback
up 5. Feedback

2010 (ABQ) IMPACT OF INVETMENT IN ICT

1. Advertising – promote facilities, Global advertising,
databases (Mailing List)
2. ICT – Instant communication (e-mail), Video
Conferencing
3. E-Business – EDI, Booking online
4. Competitive advantage – Up-to date technologies
5. Training Staff – up-to-date skills, training (on the job
and off the job)
6. Customer Services – efficiencies, customer support
 Chapter 6 – Communication
ELEMENT OF EFFECTIVE OF COMMUNICATION BARRIERS TO EFFECTIVE OF COMMUNICATION
Timely – The sender must send the message a at the right time. Sending and important message on Language – if too much jargon is used the message might get
a Friday before and employee goes home will not be welcomed misunderstood.
Accurate – The message should be accurate. Information that is not accurate can lead to Listening – if the receiver is not listening/concentrating the message might
misunderstanding and work not getting done. Written and face to face communication is better that be lost
telephone.
Brief – The message should be to the point. It should give the information that the person needs and
Relationships – if the relationship between the sender & receiver is poor,
less jargon. communication may be ineffective.
Clear – The information should be clear to the receiver. It should be in easy to understand No feedback – getting no confirmation the message was received
Appropriate – The way you give the message is important. Sensitive and private information should Wrong method – for example using the phone when a letter would be more
use a secure medium. For example, if you are contacting the fire brigade you would use a phone not appropriate.
an email. Lack of planning – the message & the reasons for sending the message
Fast – If speed is important then a telephone conversation may be appropriate for example booking a were not planned in advance
travel ticket.
Low Cost – The method of communication can vary in cost. For example, writing a letter can take CHOOSING THE METHOD OF COMMUNICATION
time where a phone call would be quicker.
Cost Speed Secrecy Record
Provide a Record – It is important to keep a written record. This can avoid conflicts and
misunderstandings later on if there is a disagreement about what was agreed Distance Urgency Recipient
Receiver – The receiver should always communicate back what was say. This means that any
misunderstanding can be cleared up before the leave BENEFITS AND RISK OF ICT
Benefits Drawbacks
Faster Communication Security
ICT IN BUSINESS Advertising 24/7 E- Crime
Information Communication Technology - This refers to the use of computers telecommunication Enhances shareholder relationship (Email) Business Disruption (Internet Down)
an Reduced Marketing costs Expensive
electronics to gather, store, process and distribute information Reduces Travel Costs
The Internet - This is an international network of computers connected through the telephone Staff Motivation (Teleworking)
network
E-mail - This allows documents to be sent quickly over the internet
Intranet - This is an internal computer network. There are networks of computers within the
business. They DATA PROTECTION ACT
are known as LAN – Local Ara Networks. It is an internal internet for a business This requires that any organisation storing information on
EDI - This is known as Electronic Data Interchange. It is an automatic stock ordering system. It allows other people on computer or in manual files must ensure that the information is
stock accurate and kept up to date.
to be reorder automatically form one computer to another DATA PROTECTION ACT
Video Conferencing - This is like a virtual meeting. People can see and hear each other. an example
would be DATA PROTECTION ACT
google hang outs or skype
DATA SUBJECT (INDIVIDUAL) DATA PROTECTION COMMISSION (DPC)
DATA CONTROLLER (ORGANISATION)
1. obtain details about how their data is processed by an 1. to impose sanctions including the power to
1. collect no more data than is necessary from an individual for
organisation or business, impose fines.
the purpose for which it will be used
2. obtain copies of personal data that an organisation holds 2. the DPC will be able to fine organisations up to
2. obtain personal data fairly from the individual by giving them
on them, €20 million (or 4% of total global turnover) for
notice of the collection and its specific purpose
3. have incorrect or incomplete data corrected, the most serious infringements.
3. retain the data for no longer than is necessary for that
4. have their data erased by an organisation, where, for 3. permit individuals to seek compensation through
specified purpose
example, the organisation has no legitimate reason for the courts for breaches of their data privacy
4. to keep data safe and secure,
retaining the data, rights, including in circumstances where no
5. provide an individual with a copy of his or her personal data if
5. obtain their data from an organisation and to have that material damage or financial loss has been
they request it.
data transmitted to another organisation (Data Portability), suffered.
6. object to the processing of their data by an organisation in
certain circumstances.
 Chapter 6 – Communication
KEY WORDS WHY IS COMMUNICATION IMPORTANT
Communication - This is the transfer of information between people. It involves sending Internal External
messages Employers – Correct work in completed Customers – Info about product (builds
through a channel to a target group then Receiving some feedback from the recipient that the Prevents confusion loyalty)
message has been understood & acted on. It can visual, written or physical Managers – To make good decisions Suppliers – Know about needs
Formal - This communication that is passed through approved channels. For Example, and delays
meetings. Investors – Accurate information else Government – Applying for
Informal - his is also known as the grapevine and is communication that doesn’t have a grants
formal setting they won’t invest and reporting breaches of laws
and exist in every organisation and industry. For example, chats in the canteen.
METHOD OF COMMUNICATION
External communication -This takes place between a business and other parties outside the TYPES OF MEETINGS
business. Ad hoc meetings –This is a once off meeting to help discuss & solve immediate problem
This also includes, banks, suppliers, customers, insurance companies, interest groups, revenue that has arisen.
commissioners, and Government depts. AGM – This is a meeting held once a year involving directors, shareholders of a firm
Internal communication - This Is communication between the people in the organisation. discussing events of the previous 12 months & future plans. Annual General Meeting
Downward -This is Communication between managers dealing with workers. It occurs when EGM (extraordinary general meeting) - This is a meeting of shareholders to discuss
communication is sent down the chain of command in the organisation Chart important matters that cannot wait until next AGM
Upward - This Communication is between workers dealing with supervisors/manager. It occurs Formal meeting - This is a meting such as a staff meeting, meetings of BOD’s, this type of
when meeting is pre – planned
employees are reporting up the chain of command in the organisation chart Informal Meeting - This meeting takes place regularly as staff members bounce ideas off
Horizontal - This is communication between managers dealing with managers. It is each other & listen to each other’s views
communication that
occurs between managers of the same rank and authority in the organisation chart

SKILLS FOR EFFECTIVE MEETINGS DOCUMENT FOR A MEETING

COMMUNICATION Meeting -This is a gathering of two or more people to Notice - This is a document that is sent to the member before a meeting is to take place. IT
1. Speak clearly exchange ideas and make suggestions, enabling contains
2. Listen Carefully collective the following information the type of Meeting, Place, Date & Time of meeting in question
3. Give/receive feedback decision - making. Agenda - This is the programme for the meeting, that is, the list of matters to be discussed
4. Write clearly Reasons for holding meetings and the
5. Read/understand -Provide information - To give information about order in which it will be discussed (Need to know between 5-7 motions). It is sent with the
6. Select best medium decisions notice to
7. Use ICT -Discuss an issue - To receive – people’s opinions the members
-To make decisions Minutes of a meeting - This are a brief & accurate record of the business transacted at a
-To achieve co-ordination between different meeting.

ORGANISING A MEETING BENEFITS AND DRAWBACK OF MEETINGS

Chairperson - They are responsible for the running of a meeting. Benefit Drawback
Secretary - They are responsible for all administration work in the company Clarity – promote understanding Cost – Time involved in organising and attending
Rapport – Develops relationship (Depts) Record – harder to remember if no record
Chairperson duties Sectary Duties Speed – Instead of sending emails Accuracy – if the speaker is unclear it may be
Plan the meeting time and date Write up the agenda (with the hard
chairperson) Feedback – Easier to get to understand
Run the meeting – Quorum. maintain order Send out notice and agenda
Ensures previous minute are read and adopted Read the minutes of previous REPORTS
meeting Memo - This is short for memorandum. This is a short-written note about a particular
Follow agenda Write up minutes of meeting problem
Allow member to speak Keep a record of members/shareholders Business Letters - These are used in important situations where a written record of
Put motion to the members communication is required. They are used for making enquiries, requesting payment and
Use casting vote disciplining employees,
Reports -This is a formal presentation of written information about a specific topic sent to a
particular person or group (NOTE – Need to know layout of each)